Support Program Development

• Collaborate with the Training & Quality team to deliver a quality program that measurably improves performance of our teams and operationalize that program to drive consistency globally.

• Create training documentation for T&S CoE Tier 2

• Follow the quality assurance methods and metrics to support and measure adoption of knowledge content and initiative

Quality Assurance

• Conduct quality checks and evaluate operational response activity to ensure accurate triage criteria and classification, case handling, process and policy adherence.

• Quality review of the tasks handled by Tier 2.

• Provide constructive feedback on a regular basis and facilitate engaging and empowering coaching sessions with the response executive, covering procedure education and interpretation to ensure they are performing to the highest standards.

• Understand the ground reality and make process recommendations accordingly to suit the needs at grass root level.

Process Improvement

• Through data, identify trends and patterns affecting quality at the employee level as well as broader trends at the team and conduct root cause analysis.

• Contribute to the CoE Trust & safety Onboarding experience, including the training schedule and the quality assurance and aligning with the T&Q team in Amsterdam on the improvements.

• Support review and maintenance of runbooks to flag discrepancies to provide recommendations.

• Deliver reports for audits and evaluations containing key insights that will help operations stakeholders improve overall program performance.

• Attend and/or facilitate calibration sessions and quality meetings.

Communication & Stakeholder management

• Build and maintain strong partnerships with operational team members and cross-functional teams, providing regular communications and updates.

• Collaborate with the Trust & Safety T&Q team in Amsterdam to provide structured and timely recommendations to enhance and improve performance..

Self-development

• Able and willing to take on extra challenges.

• Actively looks for ways to improve in every aspect.

• Actively seeks feedback and shows the ability to reflect on own behavior and performance.

• Continually develop own knowledge and skills, keep abreast of market developments and benchmark activities externally to ensure best practice.

Investigations & Response

• Process some volume of investigations in order to maintain first-hand experience to perform QA.

• Execution of quantitative and qualitative investigations.

• Prioritize and take decisions based on impact and risk.

• Produce insightful and actionable reports.

Skills/knowledge

(L1) Awareness

(L2) Experience

(L3) Independence

(L4) Expertise

(L5) Mastery

• Experience in a Quality Analysis or Process Improvement role (L2).

• Knowledge of learning & development, combined with the ability to deliver pragmatic and impactful solutions (L2).

• Decision making ability (L2).

• Good level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence (L3).

• Coaching/mentoring individuals to success and demonstrated ability to style-flex as needed based on a variety of situations, individuals and audiences (L3).

• Facilitation, communication, listening and stakeholder engagement skills with ability to translate needs into scalable knowledge solutions (L2).

• Familiarity with Trust & Safety risk trends like physical security, human rights, trust & safety and risk management (L2).

• Effective time and workload management skills, able to assimilate information quickly whilst cutting through volume and complexity in order to focus on the priorities (L2).

• High level of psychological resilience working with sensitive and distressing matters and ability to perform under pressure (L2).

• Strong attention to detail.

• Ability to operate in a fast paced and dynamic environment.

• Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism.

• Commercial attitude/business-driven and interest.

• Knowledge of Google/Microsoft Suite, in particular Google Sheets, Excel, Google Slides, Google Docs.

• Investigative skills and OSINT knowledge are a plus.

• Lean, Six Sigma, or other process improvement and quality body of knowledge is a plus.